Sr. Customer Retention Specialist

About Us

HighLevel is an AI-powered, all-in-one white-label sales and marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We proudly support a global and growing community of over 2 million businesses, including agencies, consultants, and organizations across industries. HighLevel equips users with the tools needed to capture, nurture, and convert leads into loyal customers.

As of mid-2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events daily. Our platform manages over 470 terabytes of data across five databases, operates through a network of 250+ microservices, and supports more than 1 million hostnames.

Our People

With over 1500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software — we are building a global community rooted in creativity, collaboration, and impact. We cultivate a culture where innovation thrives, ideas are celebrated, and people come first.

Our Impact

As of mid-2025, our platform powers over 1.5 billion messages, generates more than 200 million leads, and facilitates over 20 million conversations every month for the 2+ million businesses we serve. Behind those numbers are real people growing their companies and connecting with customers — and we help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

Who You Are

The Sr. Customer Retention Specialist is a high-performing individual contributor responsible for handling complex customer interactions, improving customer retention, and supporting overall customer health.

This role acts as a subject matter expert in customer care and retention, partnering closely with Team Leads and Managers to ensure high-quality customer experiences. You will play a key role in resolving escalations, identifying customer pain points, and proactively driving retention-focused outcomes.

This position is ideal for someone who demonstrates strong product expertise, customer empathy, and the ability to operate independently in a fast-paced environment.

What You’ll Be Doing

Key Responsibilities

Customer Retention & Escalation Management

• Handle complex and high-risk customer interactions with a strong focus on retention and resolution

• Proactively engage with customers with negative CSAT scores, cancellations, or churn signals

• Manage escalations effectively when Team Leads or Managers are unavailable

• Drive positive customer outcomes through empathy, problem-solving, and product expertise

Customer Support Excellence

• Deliver high-quality support across channels (calls, chat, tickets)

• Ensure timely responses and resolution of customer queries

• Maintain strong adherence to SLAs and customer care standards

• Act as a role model for quality interactions and customer experience

Real-Time Team Support

• Provide guidance to team members on live customer issues when needed

• Support team channels (Slack, Zoom rooms) by answering queries and sharing knowledge

• Escalate issues appropriately to Team Leads or Managers

Customer Insights & Feedback

• Identify recurring customer issues and feedback trends

• Share actionable insights with Team Leads and Managers to improve processes

• Contribute to improving customer journeys, retention strategies, and support workflows

Product Expertise & Knowledge Sharing

• Develop strong expertise in HighLevel products, tools, and workflows

• Support creation and improvement of resources such as canned responses, scripts, and guides

• Participate in knowledge-sharing sessions and team workshops

Operational & Project Support

• Assist with monitoring unassigned conversations and ensuring follow-ups

• Support adherence to team schedules, workflows, and operational processes

• Contribute to team initiatives and projects aimed at improving customer experience

What You’ll Bring

• Strong customer-first mindset with a focus on retention and satisfaction

• Ability to handle difficult conversations and de-escalate effectively

• Solid understanding of custom